Case #757 — Marlow London
n.akyelken@gmail.com · order 2854 · state imported · label none yet · rung 0
Facts
New customer message on 22 July 2026 at 19:12
open
not set
2026-07-22 18:13:26
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #1699 · action=reply · 2026-07-26 12:24:12 · dry-run
Hi Nihan,
I am genuinely sorry. You paid for next-day delivery, we failed to deliver that service, and I have kept you waiting. You're absolutely right-you should not be impacted by our internal communication delays. That's on us, and I'm taking this seriously now.
Your parcel is currently showing as 'information received' at the courier, which means it may still be stoppable before it fully ships. I am treating this as an urgent priority and escalating to our warehouse team immediately to confirm whether we can intercept it.
Please do not escalate this to your bank. There is genuinely no need for a chargeback-I am handling this directly from our end for you, and you will have a clear resolution.
I will confirm within the next few hours whether we've been able to stop the order. If we can, your full refund will be processed immediately to your original payment method. I will be back in touch as soon as I have that answer.
I'm truly sorry for the frustration this has caused, especially knowing this was meant to be a gift for your trip.
Warm regards,
Marlow
Marlow London
Reasoning: Customer threatened chargeback and demanded full refund within 3 business days. Chargeback threat mandates human review per playbook. Order is at 'Info Received' stage (potentially stoppable) but operator must confirm whether to authorize cancel/refund.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Nihan Akyelken
Email:
n.akyelken@gmail.com
Body:
I ordered a bag (Order #2854) yesterday morning with
next-day delivery. However, it still has not arrived. I will be
leaving for abroad tomorrow at noon. If it cannot arrive by then,
please refund the fee asap. Thank you
Hello
I paid for next-day delivery for this service, and the website says that
I'd receive it today. I have checked the tracker, and it is unlikely that
the item will reach me soon. I will leave for holiday tomorrow, so please
cancel and process the refund asap
Many thanks
Nihan
Hi Nihan,
Thank you for reaching out, and I am really sorry for the trouble here, especially as you paid specifically for next day delivery.
I have just checked order 2854, and I can see it currently shows a label created and is still at the information received stage with the courier, meaning it has not yet been physically collected by them. I am checking right now, on our end, whether we can stop it before it goes any further.
I will come back to you as soon as I know either way. If we are able to catch it in time, I will get your full refund processed straight away.
Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
I am sorry again for the stress this has caused right before your trip, and I will be back in touch shortly.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you for your reply.
I had to leave without the bag, which was a present. So I will no longer
need it. Please can you refund asap
Thank you
Nihan
Sent from Gmail Mobile
On Wed, 22 Jul 2026 at 21:49, <support@marlow-london.com> wrote:
> Hi Nihan,
>
> Thank you for reaching out, and I am really sorry for the trouble here,
> especially as you paid specifically for next day delivery.
>
> I have just checked order 2854, and I can see it currently shows a label
> created and is still at the information received stage with the courier,
> meaning it has not yet been physically collected by them. I am checking
> right now, on our end, whether we can stop it before it goes any further.
>
> I will come back to you as soon as I know either way. If we are able to
> catch it in time, I will get your full refund processed straight away.
>
> Please do not worry about whether you are entitled to a refund. You are,
> and however this resolves, you will get exactly what you are asking for,
> whether that is by us catching it now or once it reaches you.
>
> I am sorry again for the stress this has caused right before your trip,
> and I will be back in touch shortly.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Nihan,
I am so sorry, especially knowing this was meant to be a present and you had to leave for your trip without it.
I do not have a further update yet since my last message, the tracking still shows the same information received stage, so I cannot yet confirm whether we managed to stop it before it left with the courier. I have flagged this as urgent on our side so we get an answer as quickly as possible, and the moment I hear either way I will act on it straight away. If it can still be stopped, I will get your full refund processed immediately.
Please do not worry about whether you are entitled to a refund here, you are, and we will make this right for you whatever happens. If it turns out it has already gone out, we can sort a return or refund together once it reaches you, whichever is easiest on your end.
I will be back in touch as soon as I know more, and thank you for your patience while I chase this up urgently for you.
Warm regards,
Anna
Customer Care Team
Marlow London
I should not be impacted by your internal communication within your
company/with the shipping company. I bought the product with a next-day
delivery promise, and it did not arrive in time. Please process my full
refund to my original payment method within 3 business days. If I do not
see the funds or a clear confirmation by this date, I will escalate this
matter to my bank for a chargeback without further notice.
On Fri, 24 Jul 2026 at 16:14, <support@marlow-london.com> wrote:
> Hi Nihan,
>
> I am so sorry, especially knowing this was meant to be a present and you
> had to leave for your trip without it.
>
> I do not have a further update yet since my last message, the tracking
> still shows the same information received stage, so I cannot yet confirm
> whether we managed to stop it before it left with the courier. I have
> flagged this as urgent on our side so we get an answer as quickly as
> possible, and the moment I hear either way I will act on it straight away.
> If it can still be stopped, I will get your full refund processed
> immediately.
>
> Please do not worry about whether you are entitled to a refund here, you
> are, and we will make this right for you whatever happens. If it turns out
> it has already gone out, we can sort a return or refund together once it
> reaches you, whichever is easiest on your end.
>
> I will be back in touch as soon as I know more, and thank you for your
> patience while I chase this up urgently for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Nihan,
I am genuinely sorry. You paid for next-day delivery, we failed to deliver that service, and I have kept you waiting. You're absolutely right-you should not be impacted by our internal communication delays. That's on us, and I'm taking this seriously now.
Your parcel is currently showing as 'information received' at the courier, which means it may still be stoppable before it fully ships. I am treating this as an urgent priority and escalating to our warehouse team immediately to confirm whether we can intercept it.
Please do not escalate this to your bank. There is genuinely no need for a chargeback-I am handling this directly from our end for you, and you will have a clear resolution.
I will confirm within the next few hours whether we've been able to stop the order. If we can, your full refund will be processed immediately to your original payment method. I will be back in touch as soon as I have that answer.
I'm truly sorry for the frustration this has caused, especially knowing this was meant to be a gift for your trip.
Warm regards,
Marlow
Marlow London